Returns & Refund Policy

1. The 7-Day Window

You have a full 7 calendar days from the moment the courier marks your package as delivered to test, inspect, and verify your item. Return requests submitted after day 7 are reviewed only for genuine defects covered by the defective-item process in Section 7.

2. Eligibility Criteria

To be accepted, returned items must be:

• Unused and in resalable condition.
• In their original packaging with all tags, accessories, and manuals intact.

The following are excluded from return unless defective:

• Hygiene-sensitive items (e.g., undergarments, personal care).
• Opened cosmetics and perfumes.
• Customized or personalized items (engraving, custom sizes).
• Digital goods (gift cards, top-ups, and downloadable content).

3. How to Initiate a Return

• Online: open your Orders page, select the order, and choose “Request Return”.
• WhatsApp: message our 24/7 support line with your order number and the item(s) you want to return.

Have your order number ready — it is in your WhatsApp receipt and on the Orders page. You never pay return shipping or visit a courier franchise for eligible returns.

4. Process & Timeline

1. Approval: we review your request and confirm eligibility.
2. Reverse pickup: a PostEx courier collects the parcel from your doorstep within 2–5 working days.
3. Inspection: the returned item is inspected within 1–2 working days of reaching the warehouse.
4. Refund: once inspection passes, your refund is released per Section 5 and you are notified via WhatsApp.

5. Refund Methods & Timelines

• Prepaid orders (source refund): amounts go back to the original payment method — card, Easypaisa wallet, or Raast QR — through Safepay. Depending on your bank's processing, funds appear within 5–10 working days after the refund is released. Waw stores only the payment status and bank reference, so source refunds are routed through the payment processor.
• COD orders: refunded by bank transfer to your IBAN or via Raast. Share your IBAN with our WhatsApp support team, and the transfer is processed within 3–5 working days of inspection approval.
• Loyalty points: any loyalty points earned on the returned items are reversed automatically.

6. Partial & Multi-Item Returns

• In a multi-item order, only the returned items are refunded — kept items are charged normally.
• The delivery fee is not refunded unless the entire order is returned or a returned item was defective or incorrect.

7. Defective or Wrong Item Received

• Report the issue immediately with photo evidence (unboxing photos or short videos help) via the Orders page or WhatsApp support.
• Confirmed defective or wrong-item cases receive a full refund including the delivery fee, and the return pickup is free.
• Defective items are exempt from the exclusions in Section 2 — cosmetics, perfumes, customized, and digital goods can still be refunded if they are genuinely defective.

8. Failed Delivery & Lost Parcels

If a parcel is not delivered within the promised timeline, we open an investigation with the courier (PostEx / TCS). If the parcel is confirmed lost or undeliverable, you receive a full refund — including the delivery fee and any COD amount already paid. Refunds follow the method rules in Section 5.

9. Seller Disputes & Buyer Protection

If a seller rejects a return you believe is valid, Waw mediates the dispute. Prepaid funds are held in escrow until delivery is confirmed, and our buyer protection program can enforce a refund where the evidence supports the buyer. Escrow release, evidence review, and mediation follow the dispute resolution steps in our Terms of Service.

10. Non-Returnable Final Sale Items

Some items are sold on a final-sale basis and are clearly flagged on the product page before you add them to the cart. Final-sale items cannot be returned unless they arrive defective, in which case Section 7 applies.

11. Contact & Effective Date

Questions about a return or refund? Email care@waw.com.pk or message our 24/7 WhatsApp helpline with your order number. This policy is effective as of 15 September 2026 and applies alongside our Terms of Service and Privacy Policy. WAW TECHNOLOGIES (SMC-PRIVATE) LIMITED — NTN K330611, SECP Reg. # 0359566.